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Customer Care Associate I
Ref No.: 18-12241
Location: Orlando, Florida
Start Date / End Date: 10/15/2018 to 01/12/2019
Florida Registered Technician with Call Center Experience This position is a frontline service position providing assistance to Client. Assisting members and providers regarding programs, policies, and procedures. Responsibilities include answering incoming calls related to eligibility, benefits, claims and authorization of services from members or providers. Responsibilities also include the administration of intake documentation into the appropriate systems. Overall expectations is to provide outstanding service to internal and external customers and strive to resolve member and provider needs on the first call. Performance expectations are to meet or exceed operations production and quality standards. Essential Functions:- Actively listens and probes callers in a professionally and timely manner to determine purpose of the calls. - Researches and articulately communicates information regarding member claim status and authorization inquiries to callers while maintaining confidentiality. - Resolves customer administrative concerns as the first line of contact - this may include resolutions to tracking orders and other expressions of dissatisfaction. - Assist efforts to continuously improve by assuming responsibility for identifying and bringing to the attention of responsible entities operations problems and/or inefficiencies. - Assist in the mentoring and training of new staff. - Assume full responsibility for self-development and career progression; proactively seek and participate in ongoing trainings (formal and informal). - Comprehensively assembles and enters patient information into the appropriate profile to assure orders are delivered correctly.- Demonstrate flexibility in areas such as job duties and schedule in order to aid in better serving members and help Client achieve its business and operational goals. - Educates providers and patients on how to submit prescriptions to patient profiles.- Identifies and responds to Crisis calls and continues assistance with the Clinician until the call has been resolved. - Lead or participate in activities as requested that help improve Care Center performance, excellence and culture. - Links or makes routine referrals and triage decisions not requiring clinical judgment. - Performs necessary follow-up tasks to ensure member or providers needs are completely met. - Responsible for updating self on ever changing information to ensure accuracy when dealing with members and providers.- Support team members and participate in team activities to help build a high-performance team.- Thoroughly documents customers? comments/information and forwards required information to the appropriate staff.

- Must be registered with FL State Board of Pharmacy
- Both call center and pharmacy tech experience required, with preference for primarily call center
-Must be a proficient typist (avg. 35+ WPM) with strong written and verbal communication skills.
-Must be able to maneuver through various computer platforms while verifying information on all calls.
-Must be able to talk and type simultaneously.
-Must be flexible in scheduling and comfortable with change - customer service is an ever-changing environment.
-Responsible for meeting call handling requirements and daily telephone standards as set forth by management.
-Must agree to observing service for the purpose of training and quality control.